Product Support Analyst (SQL + Troubleshooting)

General information

Country India State Telangana City Hyderabad Job ID 48022 Department Customer Support Experience Level MID_SENIOR_LEVEL Employment Status FULL_TIME Workplace Type Hybrid

Description & Requirements

Product Support Analyst plays a critical role in delivering world-class technical support for Infor's Workforce Management (WFM) application to enterprise clients. This role requires an individual who thrives in a fast-paced environment, excels in multi-tasking, and can prioritize effectively to meet both individual and team objectives.

As a Product Support Analyst, you will investigate and resolve complex software issues reported by customers, collaborating closely with R&D and Services teams to deliver timely and impactful solutions. This position offers an exciting opportunity to apply and develop your strong technical and problem-solving skills through extensive product training and hands-on coaching. Your contributions will ensure consistent and excellent service to Infor’s global client base, making a tangible impact on their business operations.

If you are passionate about customer success, thrive on solving challenging problems, and aspire to grow your career within a dynamic Product Support team, this role is for you.

Key Responsibilities:

• Provide high-quality technical support for Infor applications, ensuring customer satisfaction and product usability.
• Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools.
• Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues.
• Document knowledge in the form of incident notes, technical articles, and operational procedures.
• Prioritize and manage multiple open issues while delivering consistent updates to stakeholders.
• Participate in customer calls and screen-sharing sessions to support complex issues.
• Contribute to continuous improvement initiatives within the support organization.

Basic Qualifications:

• Experience in application or technical support, preferably in a SaaS or ERP environment.
• Problem solving experience; being able to dissect technical problems and translate findings to non-technical users.
• Experience with SQL and relational databases (e.g., MS SQL Server, Oracle).
• Experience with enterprise software in areas like HR Talent, Workforce Management, etc is a plus.
• Experience thriving in a global team environment with minimal supervision.

Preferred Qualifications:

• Experience with Infor Solutions: Proficiency in supporting Infor products (e.g., CloudSuite, M3, LN, Syteline, Workforce Management) is highly advantageous and demonstrates familiarity with enterprise solutions.
• Familiarity with ITIL Processes and Support Tools: Hands-on experience with ITIL-compliant processes and ticketing systems, such as ServiceNow, Salesforce, or Jira.
• Technical Expertise: Practical experience with Java for troubleshooting and resolving technical issues.
• Cloud Infrastructure Knowledge: Exposure to cloud-based infrastructure and tools such as AWS, Azure, and Kubernetes, with an understanding of deploying and managing applications in cloud environments.

 
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn’t just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you’re not just building a career. you’re helping to build what’s next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com


Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
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